Converting customer value
Subtitle: from retention to profit
By: John Murphy ; with J. Burton, R. Gleaves and J. Kitshoff.
Publisher: Wiley
Published: 2006
Place of publication: Hoboken, NJ
Language: eng
Number of pages: 388
Subjects: Customer relations -- Management.; Business planning.; Relationship marketing.
Description: "This book is founded on a groundbreaking approach called the Customer Management Integration Framework. Developed from a customer profitability benchmarking study conducted by the authors across leading companies, the approach makes explicit links between customer and corporate value for the first time. A business without customers is nothing, argue the authors. And if you plan to stay for the long term you had better start converting the value of yours into hard currency - fast."

"Building on the success of John Murphy's previous book The Lifebelt and drawing on new thinking from the Customer Management Leadership Group, Converting Customer Value presents a model for developing top customers and exploiting them for ideas, publicity and profitability in exchange for special care and attention. It discusses the opportunities for bringing less profitable customers into the top group, and also offers some unconventional advice on what to do with the remainder."--Jacket.
Notes: Includes bibliographical references and index.
Table of contents: title: The customer profit conundrum; title: Segmentation; title: Customer focus; title: Processes and systems; title: Employee involvement; title: Training and development; title: Measurement; title: Continuous improvement; title: Communication; title: Culture.